• Collaborating to define, design and detail the technical aspects and feasibility of proposed solutions• Delivering proof of concept• Developing and delivering technical education• Developing and automating scripts and software• Designing and implementing solutions• Managing client infrastructure• Being on call for Field Engineer type of work

• Answer customer IT queries for first line support, diagnose and troubleshoot issues, identify and escalate complicated or specialized situations requiring urgent attention• Analyze and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password• Monitor and update call logging system, ensuring customers receive top level service• Provide "how to" assistance on all internally supported devices, applications and systems to troubleshoot the end user’s issue and resolve upon first contact, when possible• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool• Diagnose and resolve technical hardware and software issues and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OS

• Provide technical support for resolution of customers’ IT problems, incidents, issues, requests and queries• Emailed and called clients regularly to ensure proper communication about their tickets• Liaise with other support teams as necessary to resolve customer requests or incidents• Interpreted, evaluated and resolved where possible telephone inquiries pertaining to the functional operation of all installed and supported applications and hardware and software products• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents

• Provided support to end-users on a variety of issues related to the product and work with customers having data connectivity issues• Provided phone technical support to Time Warner Cable and Bright House Networks customers. Provided resolution for issues with connectivity and other computer concerns.• Research issues on various computer systems and databases to resolve complaints, answer inquiries, and outline solutions• Documented, tracked, and monitored issues to ensure timely resolutions

• Ensure full knowledge of Telstra Big Pond’s Devices and Connectivity to be able to resolve customer's issues in a timely manner• Refer out of scope issues to higher level support while maintaining positive rapport with customer• Took detailed notes on each issue so if escalation is needed the next technician will have as much information as possible• Inform customers about issue resolution progress• Trained to assist customers with their Wireless, Cable and ADSL services• Maintained regular positive feedback from clients regarding support given

• Manage and run the entire operations and smooth functioning of cafe• Undertake business planning for developing clients and promoting business• Responsible for handling all issues related to Networking (routers, switches, cabling), Software (Operating systems, productivity software, gaming software) and Computer Maintenance (software and hardware)